Associate Product Manager

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Position Purpose:

The GCC Associate Product Manager is an entry-level developmental role that supports a Product Management Manager and product team with discovery, analysis, delivery coordination, and operational execution for GCC technology products, tools, and customer-facing experiences. The role provides a pathway into Product Management for associates with strong customer, product, and process knowledge who are building foundational Product Management capability. (if we need to keep change capability to capabilities. The Associate Product Manager helps document customer and associate needs, prepare product communications, analyze basic product information, backlog management, prioritization, coordinate follow-up, and support delivery of defined product enhancements.

The GCC Associate Product Manager works under the direction of a Product Manager or designated Product leader and partners with UX, Software Engineering, Operations, Analytics, and business stakeholders. The role is expected to learn core Product Management practices through coaching, defined assignments, and hands-on participation. Scope and ownership increase as proficiency is demonstrated, preparing the associate for future progression into Product Management roles; progression is based on demonstrated capability and available business opportunities.

Key Responsibilities:

• 20% Collaboration & Development - Fosters collaboration across Product, Engineering, UX, Operations, Analytics, Workforce Management, Training, Quality, and other business partners. Advocates for the end user by bringing forward associate and customer perspectives grounded in GCC and Operational experience and demonstrated empathy. Builds sufficient technical literacy in software development concepts, systems, integrations, and agile delivery to communicate productively with Engineering and technical partners. Actively builds Product Management capability through coaching, mentoring, learning resources, and hands-on product team participation.

• 30% Delivery & Execution - Contributes to backlog refinement, product requirement documents, user stories and ticket creation, acceptance criteria, release planning, and product artifact documentation. Drafts clear work items in approved workflow tools using established standards and incorporates feedback from Product, UX, and Engineering partners. Participates in stand-ups, iteration planning, product demos, retrospectives, user interviews, and cross-functional alignment meetings. Documents key decisions, risks, dependencies, owners, and action items from discovery and delivery meetings. Assists with testing, validation, change readiness, communications, release notes, and support documentation for successful product launches and enhancements. Balances multiple small feature requests, stakeholder questions, and team commitments while maintaining priorities and follow-through. Ensures product documentation, learnings, decisions, and artifacts are maintained in appropriate centralized repositories.

• 30% Product Discovery & Analysis - Participates in user research, process reviews, shadowing, interviews, and feedback sessions to understand customer and associate frustrations, workflows, and needs. Documents current-state processes, gaps, business rules, user needs, and operational impacts using established templates and guidance. Reviews product, customer, quality, sales, service, and operational data to identify basic trends, monitor defined measures, and escalate questions or insights to the Product Management Manager or product team. Updates and monitors established product dashboards or recurring metric reports using approved analytics or business intelligence tools. Condenses complex operational or technical concepts into clear, concise language for non-technical stakeholders and product partners.

• 20% Strategy & Planning - Uses product, process, and customer knowledge to identify customer and associate needs, pain points, and opportunities for improvement. Supports Product Managers the business in defining minimum viable product scope, future-state needs, product requirements, and measurable success criteria for enhancements or capabilities. Assists with competitive and market research by gathering and organizing information about relevant product gaps, feature benchmarks, customer expectations, and potential business opportunities. Connects operational feedback, customer trends, associate feedback, and business priorities to product discovery and prioritization discussions. Partners with Product, Operations, Analytics, UX, and Engineering to understand goals, metrics, dependencies, technical constraints, and value associated with proposed product work.

Direct Manager/Direct Reports:

• This Position typically reports to Product Management Manager

• This Position has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 5% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

• 1+ years of customer service, sales, operations, product support, business analysis, quality, training, or related experience

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite

• Working knowledge of presentation software (e.g., Microsoft PowerPoint)

• Demonstrated ability to collaborate and work effectively with cross-functional teams

• Ability to draw accurate conclusions from financial documentation

• Demonstrated project management skills

• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences

• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

• Excellent written and verbal communication skills

• Demonstrated customer empathy and experience identifying process gaps, customer pain points, operational friction, or opportunities to improve associate and customer experiences

• Analytical ability to interpret metrics, user behavior, customer feedback, and operational data; exposure to SQL, product analytics, or business intelligence tools preferred

• Structured problem-solving skills with the ability to break complex issues into logical requirements, user stories, actions, and measurable outcomes

• Exposure to product management, agile ways of working, product requirements, backlog management, user research, sprint delivery, or product launches preferred

• Basic technical literacy in software development, systems, integrations, or APIs with the ability to communicate productively with engineers and technical partners

• Experience communicating with and influencing cross-functional partners, including business, technical, and operational stakeholders

• ​Strong written and verbal communication skills with the ability to translate technical concepts and write clear, concise updates for different audiences

• Demonstrated time management and prioritization skills, with the ability to balance multiple requests, stakeholder questions, recurring meetings, and delivery commitments

• Demonstrated ability to learn quickly, operate in ambiguity, ask thoughtful questions, and translate feedback into action

• Interest in pursuing a long-term career path in Product Management

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 2

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Action Oriented

• Being Resilient

• Business Insights

• Courage

• Decision Quality

• Manages Ambiguity

• Tech Savvy

• Collaborates

• Cultivates Innovation

• Instills Trust

• Manages Complexity

• Optimizes Work Processes

• Plans and Aligns

• Situational Adaptability

• Values Differences

• Balances Stakeholders

• Communicates Effectively

• Customer Focus

• Resourcefulness

• Strategic Mindset